Property Finder is the leading digital real estate platform in the Middle East and North Africa region. A UAE-born startup, Property Finder expanded its operations to Qatar, Bahrain, Saudi Arabia, and Egypt over the years. Recently, it acquired a significant stake in Zingat in Turkey. The company is one of the largest technology start-ups in the region and on a journey to becoming a Unicorn. We are aspiring to create a lighthouse technology company which will have a lasting impact in the entire tech ecosystem in our geography.

 

Position Summary

  • Lead and develop a team of assigned front line technical support agents to meet and exceed performance, quality, customer satisfaction, and any other relevant key operational metrics by providing them guidance, support and education to set them for success.
  • Set the direction of the team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a point of contact for escalated contact resolution of a supervisory or sensitive nature.

Key Responsibilities:

  • 70% of the TL time is monitoring & coaching of daily CS operations
  • Follow the operations standard procedures to manage their team on a daily basis 
  • Support, motivate, evaluate, develop and coach their gents to continually meet and exceed their individual / team objectives
  • Completes regular monitoring of the teams handled contacts and provide appropriate feedback, coaching and education to ensure agents meet the minimum customer and quality standard requirements
  • Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
  • Provide “real time” support to Agents experiencing difficulties on calls and owns escalated customer contacts and leading the effort to satisfactorily resolution 
  • Making sure internal knowledge references are updated 
  • Acting as an advocate for our customer, reporting and acting on observed areas for improvement 
  • Actively seeking solutions to customer needs, communicating trends to management, and suggesting innovative solutions on behalf of the customer experience
  • Works with other stakeholders to identify issues and generate action plans for the assigned targets.
  • Ensure all PF policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. 
  • Analyze customers’ feedback to identify issues and coordinate with the Tech Support & Web Team for resolution.
  • Perform deep dive analysis on missed objectives to gather lessons learned, then use that information to update staff and internal reference materials and processes
  • Ability to multitask and meet multiple timelines.
  • Full understanding of the systems’ functionalities & company operations.

Desired Qualifications:

  • Bachelor's degree preferred such as Organizational Psychology, Computer Science, Commerce and Business Administration.
  • Demonstrated verbal (speaking, listening, interpretation) and written communication skills
  • Minimum 3 years of experience in contact center operations 
  • Usage of MS Office 

Other Capabilities:

  • Problem solving 
  • Leadership skills
  • Team building /teamwork 
  • Coaching skills
  • Planning and organizing 
  • Customer service oriented
  • Ability to function in a fast-paced work environment
  • Performance measures knowledge and understanding

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